Hi, need to understand how to escalate a support issue or make a complaint.
Here is the background:-
We recently stayed in Scotland and I booked the property through Airbnb. The property listed 1.5 bathrooms, a kitchen where guests can cook and a TV.
Here are the contradictions:-
1.5 bathroom --> I thought 1.5 bathroom is what is defined in this thread https://community.withairbnb.com/t5/Help/Shared-bathroom-classification-1-5-or-ZERO/td-p/280614?_ga=...
But, the property only one bathroom with only a bathtub in it and another small toilet with a sink & a seat
The kitchen had no extractor and fire alarm almost on top of the hob. As soon as we started cooking, the fire alarm rang and since there was only one window in the kitchen which we opened but you need at least two things for complete circulation, we had to stop cooking.
TV - I have to admit, it was turning on but that's about it. No channels to view - not even Freeview.
We were six people including two children and while we might have put up with other things, 1.5 bathroom discrepancy was a deal-breaker hence we checked out literally after the first night where we booked for 4. The host only agreed for early checkout if he charges us for one night and which we agreed but honestly, at that point, our biggest priority was to find another accommodation which was very difficult due to bank holiday weekend and ended up paying a lot more.
Now here is the response I got from support people on above issues hence I need to escalate this as these are completely unacceptable.
1.5 bathroom - the support person won't agree this isn't what 1.5 bathroom means. They keep saying that what 1.5 bathroom is on Airbnb and if I am not happy, share feedback. I will but what about all the issues we had in that property and ended up paying extra?
Kitchen - the description says where guests can cook. A working kitchen means where you can cook without raising a fire alarm. The support person said to me, it is clearly visible in the pictures there is no extractor. Really, in old-style kitchen where the extractor is usually the one which you pull out, how can you tell that from the picture. Also, she said Extractor is not listed in the amenities. Really? I have been using Airbnb for a while and never saw Extractor as one of the amenities in Kitchen.
TV - It wasn't a big deal but what's the point of having a TV which doesn't even have Freeview. On this the support person said there is no mention of cable TV in the description. Again really? it's like giving someone bed without mattress and saying mattress wasn't in the description.
Now, it was supposed to be our holiday but above discrepancies caused us a lot of trouble and extra money in the end and in retrospective, I can't see what extra I could have done to avoid this.
I am asking Airbnb to refund me for that night as a platform owner, they are responsible for verifying the listings. Guest can't be confirming every single thing with the host especially the ones which are obvious!
Hence need to understand where I can make a complaint about this.
Thanks PG
